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We have too much of this saccharin sweet but vacuous tech support. What you really need to do is. 1) Be polite even when they are not. (The authors approach

We have too much of this saccharin sweet but vacuous tech support. What you really need to do is. 1) Be polite even when they are not. (The authors approach of doing this makes you sound like a teenager trying to take the car on a date, skip it) 2) hear what the customer is really saying not what you think they are saying. Don't immediately bucket them. 3) Calm the customer down. "Yes Ma'am, I don't know why it isn't working but we are going to fix it. I just need to ask a few questions..." 4) Don't waste the customer's time. This is a big one. Your staff should not be constantly calling for a manager. They should be trained before they go online. Everything else is just trying to cover for the fact that you can't seem to do your job. If you are rude, gruff, and speak with a funny accent they will love you if you solve their problem.

jklinger410 8y ago
>hear what the customer is really saying not what you think they are saying. Don't immediately bucket them. I have learned that this is a really nuanced skill and requires a level of maturity that is beyond some people.
andyidsinga 8y ago
I started off my career in tech as a support technician - worked on both end user/consumer product and business/corporate client support. I can say without a doubt #3 and #4 are the absolute most important things a support technician can do - and do fast after answering the call. I had so many irate customers - just like my wife is with me when it's her turn to call the phone company(!). The second they believed I was going to fix their problem and not waste their time - we would be on the same team. Corollary - try hard to never, ever, EVER pass a customer to someone else. I would tell them my name, their case number and tell them if they call back to ask for me ..and then more or less demand in the case notes that the next technician pass them back to me (caveat: as long as the customer was ok with that). I look so fondly on my time doing tech support - but geeze was it rough emotionally.

jklinger410 8y ago

>hear what the customer is really saying not what you think they are saying. Don't immediately bucket them. I have learned that this is a really nuanced skill and requires a level of maturity that is beyond some people.

andyidsinga 8y ago

I started off my career in tech as a support technician - worked on both end user/consumer product and business/corporate client support. I can say without a doubt #3 and #4 are the absolute most important things a support technician can do - and do fast after answering the call. I had so many irate customers - just like my wife is with me when it's her turn to call the phone company(!). The second they believed I was going to fix their problem and not waste their time - we would be on the same team. Corollary - try hard to never, ever, EVER pass a customer to someone else. I would tell them my name, their case number and tell them if they call back to ask for me ..and then more or less demand in the case notes that the next technician pass them back to me (caveat: as long as the customer was ok with that). I look so fondly on my time doing tech support - but geeze was it rough emotionally.